Featured Streams for 2019
Leading the Pack
- Workforce development: motivation, training, retention
- Job satisfaction, stress management
- Multiple generations within the Contact Centre
- Leadership, productivity
- Investing in agents, psychological support
- Customer behaviour and trends
- Proactivity and personalization of customer engagement
- Building a winning corporate culture
- Gamification
The Art of Tracking
- Measuring: metrics, analysis and interpretation
- Optimization, KPI`s
- Cracking down on hold times, lowering abandon rates
- Social media as a Contact Centre touchpoint
- Omni-channel growth patterns
- Monitoring quality
- Upsizing, downsizing, outsourcing, insourcing
- Time and workflow, CRM management
- Cost centre vs. profit centre
- The customer journey
Into the Wild
- Digital transformation
- Working in the cloud
- Future trends in consumer behaviour, technology etc.
- Virtual reality
- AI, machine learning,
- Voice-powered technology and bots
- How to choose the best equipment, software for your company`s needs?
ABOUT THE CCMG
The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.
CONTACT US
Tel: 010 003 0020
info@ccmg.org.za